Broadband issues for 2 weeks

[CarlSmith74]

Hi

I have been having problems with my broadband for over 2 weeks now.  It says that there are no problems affecting my postcode but when I test the hub I get this message.

Looks like there are issues in your postcode affecting your services

There's a broadband issue in your area and our engineers are on the case to fix things. Check back here at any time for updates.

I am using a PC over IP and at times the mouse is so laggy and jumpy it becomes impossible to work.

Any ideas how I could find out what the problem is or when it might be fixed?

Many thanks

[jbrennand · Accepted solution]

What is reported on the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to postcode level.

[CarlSmith74]

Many thanks, the automated message says that they are trying to fix it but it is a complicated issue that is taking longer than usual.  It must be very complicated as its been going on for over 2 weeks.

[jbrennand]

Setting up a BQM may give some clues and keep a record of the issues - wont speed up any fixes though 🙂
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If you haven’t already, set up a free, secure and “offlsite” - “Broadband Quality Monitor” to continually monitor the state of your connection and record any true network dropouts , latency issues, packet drops, etc - it will thus allow you to differentiate between those and simple wifi dropouts. It does it 24/7/365 and it keeps a visual record of any/all of your network disconnections, useful data to have to match to the Network logs (in your Hub settings) and also in discussions with VM - note it will take a few hours to start seeing a sensible picture - post up the “link” to the “share live graph”. Click the lower link (Share Live Graph) then click generate. Copy the text in the Direct Link box, beware, there may be more text than you can see. On here click the Link icon (2 links chain to the left of the camera icon) In the URL box paste the link you copied and then click OK

https://www.thinkbroadband.com/broadband/monitoring/quality